Skip directly to local search Skip directly to A to Z list Skip directly to navigation Skip directly to site content Skip directly to page options
CDC Home

VTrckS Spotlight

April/May 2013
VTrckS Connection Newsletter


The Contact Center

You have likely interacted with the Vaccine Order Management Contact Center multiple times over the past year, and this important resource will remain the first line of support for VTrckS questions in the post-deployment phase. With that in mind, we’ve gathered some information and insights from our dedicated Customer Service Representatives (CSRs) to help enhance your future interactions with them.

Fast Facts about the Contact Center

6 Customer Service Representatives (CSRs)

Location: Phoenix, AZ

Calls per Day (on average): Between 5 and 36 received; ~22 made outbound

Call Handle Time: ~10 minutes, on average

Emails per Day: ~60 received; Similar number sent outbound

Phone: 1-877-878-6247

Fax: 1-866-958-6247

Email: vaccineordermgmt@cdc.gov

Hours: 8 AM - 8 PM ET, M-F


Whenever a VTrckS user calls or emails the Contact Center with an issue, a Service Request (SR) tracking ticket is immediately created to ensure that the issue is dealt with appropriately and timely. Since VTrckS Release 2.0 went live in February 2012, the Contact Center has opened more than 10,000 service requests, averaging about 735 per month. Its CSRs continually receive excellent ratings for the quality of their support and customer service provided.

One of the most important ways for awardees and providers to facilitate their interactions with the Contact Center is to ensure they have installed and can run the Microsoft Live Meeting software on all computers that will be used to access VTrckS. That way, if they call in with a technical problem, they can enable the CSR to actually see their screen and provide targeted assistance. You can find more information on Live Meeting on the Microsoft website.

 




Deployment Update Next Page: VTrckS Tips for Success

Pages in this Report
  1. 1
  2. 2
  3. [3]
  4. 4
  5. 5

 

Top of Page

Images and logos on this website which are trademarked/copyrighted or used with permission of the trademark/copyright or logo holder are not in the public domain. These images and logos have been licensed for or used with permission in the materials provided on this website. The materials in the form presented on this website may be used without seeking further permission. Any other use of trademarked/copyrighted images or logos requires permission from the trademark/copyright holder...more

External Web Site Policy This graphic notice means that you are leaving an HHS Web site. For more information, please see the Exit Notification and Disclaimer policy.

 


Contact Us:
  • Centers for Disease Control and Prevention
    1600 Clifton Rd
    Atlanta, GA 30333
  • 800-CDC-INFO
    (800-232-4636)
    TTY: (888) 232-6348
    Contact CDC-INFO
USA.gov: The U.S. Government's Official Web PortalDepartment of Health and Human Services
Centers for Disease Control and Prevention   1600 Clifton Road Atlanta, GA 30329-4027, USA
800-CDC-INFO (800-232-4636) TTY: (888) 232-6348 - Contact CDC–INFO
A-Z Index
  1. A
  2. B
  3. C
  4. D
  5. E
  6. F
  7. G
  8. H
  9. I
  10. J
  11. K
  12. L
  13. M
  14. N
  15. O
  16. P
  17. Q
  18. R
  19. S
  20. T
  21. U
  22. V
  23. W
  24. X
  25. Y
  26. Z
  27. #